Customer Service Representative

Melba Denise Gooden *** Feddisburg Rd., Alpine, AL 35014 ***********@*****.*** 256-***-****

Versatile professional with over 15 years of broad expertise collaborating with cross-functional internal and external clients in diverse environments. Analytical problem-solver driving innovative solutions for seamless banking and insurance operations. Goal-oriented and adaptable team player with proven success managing multiple projects and tasks simultaneously. Disciplined quick learner with strong interpersonal, organizational and communication skills.

Career Overview

Wells Fargo, 2018 – Present

Financial Crimes Specialist 3

Receives inbound calls from internal and external customers who have questions regarding transactional activity on their debit or credit cards and ACH transactions.

Communicates with customers in fast-paced, blended inbound/outbound production-oriented call center environment. Uses variety of sources for information, including online systems, tools and models.

Reviews, verifies, and identifies customer transactions to detect or prevent financial crimes activities, policy violations, and suspicious situations to mitigate or recover losses.

Documents research findings and actions on cases for possible referrals for suspicious activity, identity theft operations, and suspected financial abuse. Submits chargeback in Visa in compliance with Regulation E guidelines.

BB&T- 2018

Collections Representative

Negotiated payment arrangements with customers to cure delinquencies, receiving inbound calls in call center environment. Skip traced evaluating ability and willingness to pay.

Disclosed all relevant account information to customers accurately, professionally and in positive manner. Provided high level of service to customers and teammates in support of Perfect Client Experience initiatives.

Documented all collection efforts in system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.

LiveOps - Allstate Insurance, 2014-2018

First Notice of Loss

Processed insured accident claims, made rental reservations and scheduled appointments for damage inspections.

Arise Virtual Solutions, 2013 – 2014

Customer Service (Independent Contractor)

Provided superior customer service while making reservations, processing payments, scheduling appointments for field sales, and performing data entry.

AT&T, 2012 – 2013

Customer Service Representative

Provided technical and device support, which included resolving issues, upgrading, and activating phones, adding phone lines, and generating sales.

Handled customer complaints and billing issues, adjusting accounts in addition to accepting payments and making payment arrangements.

Previous experience with Regions Bank: Fraud Analyst Loss Mitigations Collections Specialist/Installments

Education & Training

Diploma, Talladega County Training

Certification: Fair Debt Collection Practices Act

Computer Skills: Microsoft Office Suite (Outlook), Lotus Notes, Oracle, Skype

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